Incorreclty charged for an Unactivated mobile account

Hi Xfinity,

I recently found out that I’ve been charged about $50 per month for the past 18 months for an Xfinity Mobile line that was never activated or used. This was the only line on that account, and it never had a phone number or device linked to it.

When this account was first set up, I believed I was just getting a quote. The rep I spoke to told me that in order to activate the line and account, I would need to visit an Xfinity store and bring my phone. I ended up deciding not to move forward with Xfinity Mobile, so I never went to the store or took any steps to activate the service.

In the meantime, Xfinity started billing me monthly. Since I also have Xfinity internet and another mobile device, I assumed the charges were for those. I didn’t realize I had a second account that was charging me separately until now.

When I called support, the representative said that Xfinity usually sends emails to customers when their mobile lines stay inactive. But I checked all my email folders, including spam and promotions, and I didn’t find anything like that. If I had received any notice at all, I would have acted on it right away and avoided all these charges.

At the end of the day, I’ve been paying for a service I never actually used or activated. It’s really frustrating to be out over $700 for something that never provided any benefit. This could have easily been flagged earlier, and I should have been alerted.

I’m asking that someone at Xfinity take a look at this and please consider issuing a good faith refund. No service was ever provided, so refunding the charges wouldn’t cause Xfinity any actual loss. It would just be correcting a billing mistake for ac account which should have never been active. I’ve been a loyal Xfinity customer for over 15 years across multiple internet and mobile plans, and I hope this can be resolved in a fair and reasonable way.

Thank you.